You are eligible to open critical tickets if you sign up for the Business or Enterprise after-sales support plan. You could buy one from our support portal.
When you are experiencing a critical impact on your business or severe drops in traffic, we recommend that you open a critical ticket to get a more timely response.
While Alibaba Cloud help resolve cases as quickly as possible, you are expected to provide adequate resources and assign appropriate permissions to Alibaba Cloud. Please reply promptly to messages from Alibaba Cloud so that we can effectively resolve your issue.